About the position Keystone Human Services is seeking a full-time Quality and Performance Manager to lead quality assurance and continuous improvement efforts that strengthen services, outcomes, and operational performance. In this role, you will partner with operations and organizational leadership to support service-line improvement initiatives, promote data-informed decision-making, and help teams apply practical quality methodologies that drive meaningful change. This is an excellent opportunity for a collaborative leader who is passionate about using data, process improvement, and project management to advance mission-driven human services work.

Responsibilities

• Lead quality assurance and quality improvement efforts across assigned service lines and organizational initiatives
• Provide consultation and ongoing support to teams in the use of quality methodologies such as process mapping, PDSA cycles, fishbone diagrams, and run or control charts
• Coordinate, support, and monitor local improvement projects in partnership with operations and quality leadership
• Help teams use operational, compliance, financial, and service data to inform decisions, identify trends, and improve performance over time
• Engage and empower employees at all levels to participate in continuous improvement activities and problem-solving efforts
• Partner with leaders across the organization to communicate priorities, align improvement work, and support implementation of enterprise initiatives
• Represent the service line in meetings, provide reports as needed, and serve as a liaison between local operations and the quality department

Requirements

• Bachelor’s degree and four years of progressive experience in administration, program management, or quality improvement within human services
• Demonstrated experience working with teams on quality assurance and continuous improvement initiatives
• Strong understanding of human services operations, licensing or regulatory expectations, and performance improvement practices
• Ability to analyze data, identify trends, and translate findings into practical recommendations
• Strong computer skills, including proficiency in Microsoft Office, specifically Excel
• Strong written and verbal communication skills with the ability to collaborate effectively across all levels of the organization
• Knowledge of project management principles and the ability to coordinate initiatives from planning through implementation
• Valid driver’s license with daily access to a privately maintained and insured vehicle
• Successful completion of the pre-employment process, including clearances and verifications

Nice-to-haves

• Master’s degree preferred

Benefits

• medical
• dental
• vision coverage
• paid time off
• holidays
• retirement savings options (including 401(k) match)
• Employee Assistance Program (EAP)
• tuition reimbursement
• professional development
• employee discount programs